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I am a member of Betonline Casino in Panama. On JAnuary 29th, I had $67K USD in my account, after hours of roulette, blackjack, and other play. I withdrew $10K without issue. 

The following day, my account rose to $84K with gameplay and decreased to $54K after some losses. I submitted a withdrawal request for $52,800 USD. This withdrawal was declined. I called, but was told that I could not speak to anyone in the financial or gaming departments. On January 30th, I received an email from the financial department stating, "We regret to inform you that we have identified a technical malfunction on our website that occurred on January 29th. This issue led to certain transactions being erroneously credited multiple times to your account."

Yesterday, January 31st, my account had casino wins and losses in 3 large amounts added and subtracted. Then it had a "write-off" balance added. It is now at zero dollars and still disabled.

I received an email today that the investigation is done and that, due to an unexpected error occurred that resulted in erroneous credits being credited to my account, my balance was wrong and has been adjusted to $0.00.

I played several different games to get to the balance that I did. The fact that they are now claiming that my actual wins are an error is completely ludicrous.

Dear poohgoil,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any official reports from the casino issued by the game provider?
• Have you played games from a single game provider or from multiple providers?
• Was this your initial gaming session at this casino?

If there’s any relevant communication, please forward it along with your game history to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Have you received any official reports from the casino issued by the game provider?

No, only emails stating that there was a technical malfunction from the vendor.

Have you played games from a single game provider or from multiple providers?

I played several different games from multiple vendors.

Was this your initial gaming session at this casino?

Not my first session. Many gaming sessions over months and have been a member for more than 2 years.

Hi poohgoil,

• Could you please forward your game history and any relevant communication to petronela.k@casino.guru?

Thank you.

Dear poohgoil,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Petronela, I've sent everything. Has it been received?

I apologize for the delayed response. Thank you very much, poohgoil, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you for your help.

Dear poohgoil,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

The casino's (supposed) third-party VIP department called tonight. I spoke with someone named Alfred. Alfred said he was just doing outreach and I told him what happened. He put me on hold to speak to a casino specialist. He came back to say that they actually removed $68K from my account, that they had prior knowledge of an update happening that night, and that the vendors took the money back because the casino was not connected to the server during these times.

He then stated that he would be sending an email to "the higher ups" and that I would have a VIP host moving forward - her name is Hannah and she would navigate me through a special rewards program for only me.

I stated my suspicions. The winnings were not confiscated upon them learning about a problem, but when I attempted to withdraw $50,000. The withdrawal was declined, it triggered a supposed investigation, and then the $68K was removed from my account. My bet history was also erased and Alfred claimed that they can't provide winnings when they have no record of me winning to begin with.

I stated that I was considering legal action and Alfred said that I'd have to sue the vendors and not Betonline, because the vendors were the ones that confiscated the funds. He said that any further conversation would need to be had through Hannah, who would be a go-between between me and those "higher ups."

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

The casino reach out to let me know that their decision was final and that they won't be doing anything to rectify the situation.

What are my next actions? Is there a lawyer I can contact? The gaming commission in Panama hasn't returned my e-mails.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear poohgoil,

I apologize for the inconvenience, but we are unable to continue with the investigation as the casino team has not responded. Please note that this complaint will have an impact on their safety index on our website. Regrettably, the casino already has a very low safety index on our site. The casino claims having Panama license, but so far we have no evidence to confirm the validity. For further action, contact me at my email address I can recommend you possible options.

Best regards, Jozef

jozef.k@casino.guru